Incident Manager

Responsibilities

• Solicit and coordinate experts necessary for incident resolution
• Provide progress reports on problem and incident processing
• Organize and lead meetings necessary for process efficiency
• Ensure process compliance across all teams
• Secure and improve processes in collaboration with process owners
• Implement ITIL 4 best practices
• Manage service quality and KPIs
• Handle major incident resolution from end to end
• Organize and lead crisis management cells
• Contribute to reducing incident volume

Requirements

• 6 to 10 years of experience in a similar role
• Experience within IT Production environments
• Mastery of ITIL 4 processes (Incident, Problem, Change Management)
• Experience in crisis management and crisis communication
• Knowledge of incident management and monitoring tools
• Proficiency in reporting and data analysis
• Professional English fluency (required for daily interaction with offshore teams)
• Master's degree (Engineering school or equivalent)

About the Company

Experteam supports the digital transformation of companies by reinventing the workstation and collaborative environments. Their expertise extends to infrastructure, data, and collective intelligence to amplify human potential through technology.